XML Toolkit for z/OS Usage Information

The following information is a guide to help you understand and use the IBM service process.

Table of Contents

 

  Severity Definitions

Level Description
Severity 1 An emergency condition which prevents the customer from being able use the system or critical application.
Severity 2 A condition that severely impacts the usability of the system or critical application.
Severity 3 A non-critical condition that does not impact use of the system or critical application and which may be circumvented on a temporary basis by the intended user.
Severity 4 A minor problem condition which can be easily avoided or circumvented by the intended user.

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Service Terms

 Authorized Problem Analysis Report (APAR) 

This is the formal report to IBM Developement of a problem caused by a suspected defect in a current unaltered release of an IBM program. This is what the service teams track after it's been determined that the defect is legitimate to the best of their understanding and ability. APAR is a record in the IBM RETAIN database.

 Problem Management Record (PMR) 

A record of the activities performed during the course of resolving a customer reported problem. The service teams use the PMR as the tracking mechanism as they try to ensure that the reported defect is legitimate to the best of their understanding and ability. PMR is a record in the IBM RETAIN database.

 Programming Temporary Fixes (PTF) 

A temporary solution or bypass of a problem diagnosed by IBM in a current unaltered release of a program.

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Reporting A Problem To IBM

When you report a problem to IBM, you must be able to define the problem specifically and provide relevent documentation. There are two ways to report a problem to IBM:

  1. Via a voice support call-in number
    • (US: 800-237-5511)
    • (Canada: 800-465-2222)
    • (Italy: 16780094)
    • (France: 1 36 63 10 20)
    • (Singapore: 800-840-9020)
    • (Saudi Arabia: 800-1240-888)
  2. Via electronic access to z/OS Software support. This support is available through ServiceLink applications or on IBMLINK.

An online publication, The IBM Software Support Handbook, discusses IBM service for all platforms including z/OS. This document also exists as ISFHNDBK TERS3820 on ISFDOCS which is a tool on MKTOOLS.

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